ph3About us /h3 pTraditional banking has never really given you control over your financial life.
Satispay exists to change that: to empower people through finance.
That means making financial services easy and accessible for over 6.5M users.
/p pWe started with payments, then benefits, investing, cards... and we're not done.
Not even close.
We follow the same logic every time: find a real problem, solve it properly, then look for the next one.
The destination?
To build the most loved financial platform in the world.
If you own outcomes rather than tasks, stay close to what users need, and refuse to wait for someone else to fix what's broken — you'll find people here who work exactly in the same way.
And together, you'll build something worth being proud of.
/p h3What you'll be doing /h3 pAs our Senior Customer Care Specialist, you'll manage complex multi-channel cases, driving continuous improvements to our processes and keeping our customer experience standards exceptionally high.
Here's what that looks like in practice: /p ul lipComplex Ticket SLA Management - Oversee high-priority and complex ticket workflows across multiple channels (email, chat, and other platforms) for assigned products, maintaining strict compliance with channel-specific SLAs to optimize customer experience and reduce wait times.
/p /li lipOutbound Calling Retention - Execute proactive outbound calls for customer insights, CSAT/feedback collection, and telephone retention activities according to predefined procedures.
/p /li lipEscalation Management - Act as a third-level escalation point, coordinating directly with other internal teams to resolve critical or highly specialized customer cases.
/p /li lipFeedback Insights Loop - Structurally collect and monitor feedback on product functionality, recurring issues, and unmet customer needs.
Identify pain points in the customer journey and report anomalies or ticket spikes to project teams, Quality Assurance, and WFM.
/p /li lipReview Monitoring Sentiment Analysis - Monitor customer reviews across multiple platforms, deliver qualified responses,



and utilize sentiment analysis tools to identify trends and draft periodic reports with improvement proposals.
/p /li lipKnowledge Base Contribution - Contribute actively to the creation, maintenance, and continuous improvement of product-specific knowledge base articles.
/p /li lipStrategic Evolution - Increase complexity and take ownership of secondary strategic tasks, such as deep dives on main contact drivers and proposing workflow enhancements to actively boost NPS.
/p /li /ul h3Who we're looking for /h3 pThis role needs someone who is a problem-solver at heart, thrives on teamwork, and takes real ownership in driving high customer satisfaction.
/p ul lipDomain Expertise - In-depth knowledge and application of policies and procedures on specialized topics (e.g., Welfare, Privacy, Invest).
/p /li lipTechnical Competencies - High proficiency with major CRM tools and solid Excel skills.
/p /li lipData KPI Orientation - Strong numerical orientation and solid understanding of core Customer Care KPIs (CSAT, First Reply Time, Average Handling Time, NPS, Resolution Time).
/p /li lipProactive Calling Mindset - Fully comfortable with and enthusiastic about conducting outbound calls to gather insights, drive retention, and solve high-priority customer cases.
/p /li lipProblem-Solving Communication - Ability to transform customer pain points into structured feedback for product teams while collaborating seamlessly across departments.
/p /li /ul pDon't worry if you don't tick every box.
We believe in the power of different viewpoints and strengths.
Your unique perspective is important as we build something special: if you're passionate and can make a difference, we truly encourage you to apply.
/p h3CareAbout:



how we support your impact /h3 pWe move fast, and evolution never stops.
It's a fun ride, but it can be challenging.
To make sure our people truly thrive, we're committed to making their lives easier, both in the office and out in the world.
That's why we created CareAbout: /p ul liHealth: private insurance for you and your family, psychological support with Serenis, mental health workshops.
/li liFinancial resources: Stock Option Plan, meal vouchers, relocation support if you're moving countries.
/li liGrowth and development: professional development programs, internal mobility, language courses with Preply.
/li liFlexibility: unlimited PTO, hybrid working policy*, flexible working hours.
/li liFamily: enhanced parental leave, additional leave for child sickness.
/li /ul pWe embrace three days per week in-office (Tuesday and Thursday + 1 of your choice), with the option to request extra remote time.
/p h3Initial salary: /h3 pStarting from €30,000 gross per annum /p pThis baseline is set using objective, gender-neutral criteria for the role's core requirements.
However, we do not believe in putting a ceiling on talent.
The final compensation package is tailored according to your unique experience and expertise.
If your skills go beyond the standard profile, apply anyway so we can discuss a package that reflects your true value.
/p h3Equal opportunity employer /h3 pAt Satispay, we're proud to be an equal opportunity employer.
We celebrate diversity and inclusion, welcoming individuals of all backgrounds.
This opportunity is open to everyone, regardless - for instance - of race, colour, religion, sex, gender identity, sexual orientation, and national origin.
/p pJoin us in a workplace where everyone belongs!
/p h3Learn more about us /h3 pCurious what it's actually like here?
Our values and pillars shape how we work every day: explore them here.
/p p#LI-DNIbr/#LI-Hybrid /p pBy submitting this application, I acknowledge that I have read and understood the content of Privacy Policy /p /p #J-*****-Ljbffr

📌 Senior Customer Care Representative (Milano)
🏢 Satispay
📍 Milano